The Performance Dashboard is a feature in Zenvia Conversion that allows you to analyze data on the performance of your campaigns and the return on financial investment made through Zenvia Attraction and Meta.  For instance, suppose your company created a campaign for Black Friday and sent it to 100

The Dashboard is Zenvia Chat's home screen and provides quick and simple information on what is happening in real time (updates of the day) in the Administrator environment. Through this Dashboard you can check information on calls, agent productivity and performance, calls in the queue, pending or

Important: Before following the instructions, make sure the feature is available for your access profile.The Chatbot Analytics module provides a dedicated area for tracking chatbot metrics. With it, you can access predefined metrics without manually creating them from scratch. This allows you to mon

Important: Before following the instructions, make sure the feature is available for your access profile.Panels and Views enable you to efficiently manage and customize the display of support service tickets in Zenvia Customer Cloud. To configure your Panels and ticket views, go to: Support Service

Configure the days and times when you will receive messages   To configure this setting: 1 - Go to Settings > My Profile > My Settings > Business Hours:   2 - Select the desired day(s) and time(s) and click "Save."     You can also choose whether the setting applies only to the Selected day, fro

The Profile Permissions setting allows you to create customized profiles to access specific functions in the Zenvia Chat Admin panel. Such as a Supervisor profile, which can have access to the dashboard and reports, but does not have permission to configure channels, for example. To add a new profi

The WhatsApp calls report allows you to track consolidated information about voice calls made and received through WhatsApp in Zenvia Customer Cloud. Access to the calls report is available only to users with the following roles: Advanced Agent, Operator, Administrator, and SysAdminHow to access the

Zenvia Chat is a customer service tool that allows you to manage different service channels in a single environment, as well as providing administrators with a management view with dashboards and reports. Simplify your customer service with a complete, easy-to-manage multichannel tool. With omnichan

The Internal Message feature is designed to provide and facilitate internal communication between the Administrator and the agent. With this feature, the Administrator can initiate an internal conversation to send a message or instruction to the agent, who can view and respond to it. This benefit al

This article explains, in more detail, call statuses, indicator calculation rules, and how data export works in the WhatsApp calls report in Zenvia Customer Cloud. It is recommended for users who need to: Analyze data in greater depth. Audit service interactions. Understand why a call was classified

Learn how to integrate Zenvia Conversion + PayPal and follow the details of your payments through the report 1 - To activate this app, go to Apps > press the "+" button on the side of the screen and choose the PayPal application:   2 - Select the group to which you want to assign the application

Zenvia Chat's Plans feature allows the account administrator to understand which plan their account is associated with, as well as to request the expansion of licenses and change their plan in a practical and clear way (check out the available plan options here). To access this functionality, go to

The Custom Reports feature allows the management and export of detailed ticket reports, enabling the creation, editing, and deletion of reports according to the needs of support journey analysis. This article explains how to access, use, and customize these reports. Accessing ReportsConditions for A

🌎 By Humanz for Humans: Welcome to the Zenvia Chat Help CenterOur documentation is divided into three categories: Concept and Access: tool concepts and instructions for accessing it;Getting Started: an overview of the tool and its main features;Features and Functions: user manuals for operating the

Learn how access profiles and group hierarchy work in Zenvia Conversion. OverviewZenvia Conversion allows you to organize your team into hierarchical groups and subgroups, making it easier to structure your support operation. Each user has an access profile that defines: The available features;The c

Understand how to analyze the closing reasons in this report. This report is useful to know the closing reasons for the agent's conversations. In addition to allowing you to see this information in total amounts and view them over a period of time, so you can identify opportunities for improvement

The Zenvia Customer Cloud API offers functionalities that allow querying attachment information directly through HTTP requests. With this API, you can integrate and download attachments into your system, automating queries and retrieving specific files. API ManagementTo use the API, it is necessary

The Transfer service feature allows the Administrator or Agent to transfer a session to another agent or department. By transferring the session to a specialized department or agent, the customer with the Administrator profile receives more effective and targeted support. Additionally, they get a fa

Ensuring that your emails reach recipients' inboxes and protecting your domain's reputation are priorities on our platform. Before being sent, email templates undergo quality, syntax, and security checks to ensure they comply with industry standards. When a template is Rejected, it means that some a

Important: Before following the instructions, make sure the feature is available for your access profile.A satisfaction survey is a tool for you to discover how happy your customers are with the help they received from your chatbot. With the responses, you will understand what your company can do to

The Analytics Panel is an information management and data visualization tool that allows you to analyze platform usage indicators and monitor messages from Zenvia's tools and channels. In this article, we detail the features of message traffic tracking and teach you how to use this tool. Message tra

The Knowledge Base allows you to create, organize, and provide articles, guides, tutorials, and frequently asked questions to assist both the internal team and your customers.  It functions as a digital library, making quick access to solutions easier and promoting self-service, which increases effi

Important: Before following the instructions, make sure the feature is available for your access profile.Track activities and results to understand how your organization is operating. Go to Homepage to, in one place: Evaluate the impact of integrations with management systems.Monitor sales and servi

What is the main change in WhatsApp's pricing model introduced by Meta?Meta changed the way WhatsApp conversations are charged. Previously, when a customer initiated an interaction, a 24-hour window would open, and subsequent messages were covered by the initial conversation fee. Now, charges will b

Use the  Indicators to monitor ticket performance, including metrics such as open, resolved, canceled, and reopened tickets. In this article, see: What are IndicatorsHow to access the IndicatorsHow to configure dashboards and filtersUsing the IndicatorsAnalyzing the Indicators⚓︎ What are IndicatorsT

1. What is the new Webchat 2.0 version? Webchat 2.0 is an evolution and modernization of the Webchat conversation channel within the Zenvia Customer Cloud platform. It allows companies to embed a chat window directly into their websites or applications to assist customers in real time. It serves as

Important: Before following the instructions, make sure the feature is available for your access profile.InteractionZ are records of interactions between the company and its customer. In Zenvia Customer Cloud, this is the term used to represent the communication between both parties. Each Interactio

Important: Before following the instructions, make sure the feature is available for your access profile.Message sending errors occur when messages, for some reason, do not reach the recipients. These cases are indicated as Sending errors or Not Delivered in the send reports. To understand the reaso